Fish - THE customer service book
Fish
by Stephen C. Lundin, John Christensen and Harry Paul.
This book changed how I viewed customer service and business basics. I think there are some books that you’re meant to find in the same way that there are some people you’re “destined” to meet. Fish is one of those books.
I found Fish one hot saturday afternoon in a bookshop in Bangalore, India. I’d been there for about 4 weeks at that stage working on an outsourcing project for my company. Bored I decided to go shopping and picked up this funny looking book called Fish. After reading some blurb about it being “world famous” I decided it was worth the few dollars if it kept me from being bored for a few hours.
A few hours later I began to realize that this book was one of the single best investments I’d ever made.
Fish is based on 4 key principles:
Be Present
Play
Make Their Day
Choose Your Attitude
By implementing these principles in any business you can improve the performance of your staff and the company as a whole. Incredibly these 4 utterly brilliant steps were developed in…..a fish market. The Pike Place fish market in Seattle to be exact.
If you care about your business you need to read Fish.
If you care about your customers you need to read Fish.
If you care about your own success (personally and professionally) you need to read Fish.
Very rarely has one single book had such a huge impact on my life and I’m certain it will have the same impact on yours.